Customer Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Virgin Mobile Broadband.

Complete set of total incompetent disorganised unprofessional idiots If I were richard branson I would be cringing to be associated with this outfit.Customer services is beyond a joke.I bought a sim only deal off them then cancelled it before it even arrived and took out a contract phone with them. There is no way you can cancel they just repeat same questions off there prompt screen to you!!! I have now got a bad debt showing on my credit score for a sim i have never used returned to them Once my contract is up they are history even if they offered a free contract phone for a year i would tell them to stick it where the sun does not shine W___ERS

Satisfaction

1 star

Customer Service

1 star

Speed

4 stars

Reliability

4 stars

Phil Egley

worksop

Virgin Mobile Broadband

2018-11-05

I should have known better than try anything with the Virgin name on it as every Virgin brand I have tried in the past has been…shall we say, ****ing cr@p, and Virgin Mobile is no different.

Today I went to the local Virgin Media shop and bought a PAYG SIM. Told the guy that I wanted to try out the service to see what it was like and wanted the PAYG SIM with 2GB of 4G data. He tried to sell me a contract but I refused and again told him I only wanted to try the coverage and data speed.

So I paid £10 for the SIM on their JAM pack, went home and put the SIM into my phone. Several SMS's arrived saying the SIM was good to go, but it displayed 3G instead of 4G. So I waited and waited, rebooted the phone a few times and waited some more…no change. I then tried to go online using the phone and guess what? No internet, no email, no mobile data at all!

One of the SMS messages was about setting up the voicemail, so I decided to do that to give the SIM another few minutes to activate everything.

Anyway, after about 20 minutes of going trying to get online and going nowhere I called their customer services who told me that I needed to text "ALL" to 789922 to activate the mobile data as there was no access point configuration on the phone (which I had already figured out).

Now the guy in the shop never mentioned this and in the entire pack containing the SIM there is absolutely NO mention of this hugely important bit! So who knows how many other people are coming up against this!

Furthermore, the woman on the overseas call centre (Rose) told me my SIM plan had been changed to Starter or Standard or something similar, and as such I would only get 1GB data instead of the 2GB I had paid for, and also that she couldn't change it back - I'd have to go back to the shop where I bought the SIM to do that!!!

So I went back to the shop today (Wednesday) and was put on the phone to their overseas call centre as the shop couldn't do anything, despite what I had been told by the call centre. After speaking to the woman in the call centre for 25 minutes she said that my PAYG plan had been changed, she didn't know why, and that the only way to get my original plan back was to wait until 3 September when the current plan would expire, and then top-up! So, I'm now in the situation where I have lost 1GB data, loads of minutes and texts and will have to pay another £10 to get them back! What a joke! I'm not doing that.

After the call I spoke to the guy who had sold me the SIM and mentioned to him about having to send a text message to activate mobile data and that there was nothing whatsoever in the SIM pack about this, and he simply said that some packs mention it, some don't!! What???

Despite me sending the text to activate the mobile data, it simply did not work - I had to go onto the internet on my pc and search for the Virgin Mobile UK APN settings and enter them manually. During my searches I came across many, MANY others having this problem, so it seems this is well-known, so how Virgin continue to get away with this non-/mis-information is beyond me.

Now, I don't know why I bothered as my download speed is 3.5Mb/s and upload under 2Mb/s! 4G?? I think not!!

Do yourself a favour and avoid this disaster called Virgin Mobile.

Satisfaction

1 star

Customer Service

1 star

Speed

1 star

Reliability

1 star

55bb

London

Virgin Mobile Broadband

2018-08-08

I have two mobile phone contract but what they did not tell us you pay for your monthly bill contract and you have to pay another bill on top just for the phone so you think you have a good deal but in fact it is twice the price and now they keep cutting both phones of and saying not direct debit set up but it has been set up this company is a joke and would never recommend virgin mobile total RIP off

Julie Robinson

Surrey

Virgin Mobile Broadband

2018-04-17

Terrible, breaks a couple times every hour,and when it works the speeds are painfully slow. DO NOT GET VIRGIN MOBILE IF YOU VALUE YOUR SANITY

Satisfaction

1 star

Customer Service

1 star

Speed

1 star

Reliability

1 star

Gregory Jones

Brighton

Virgin Mobile Broadband

2018-01-15

F*&^ing pathetic. Just started off on their service due to the tenants who lived in this place last year using it too. Before this it always used to cut off regularly and drop, with very low house coverage and irregular speeds. Then we had no internet for three days due to some weird issue. Now its back to the lacklustre quality we originally had. Hurray we have sh*tty internet again.

Satisfaction

1 star

Customer Service

2 stars

Speed

1 star

Reliability

1 star

ham ka chan

Brighton

Virgin Mobile Broadband

2017-10-23

Beyond awful. The absolute worst customer service for any utility I have experienced. Never touch these people - you will regret it if you do. Incompetent in everything they do. Nearly 2 hours of a call to query a bill that they messed up (they have basically taken several hundred pounds from us), to be passed from pillar to post with no information being transferred from one agent to the next, and then they hung up. I will never buy any service again from Virgin. Any part of it.

Satisfaction

1 star

Customer Service

1 star

Speed

1 star

Reliability

1 star

Matt Lavis

Bedford

Virgin Mobile Broadband

2017-09-11

With out a doubt the worse broadband provider I have ever come across since broadband started.Signed up to the 100mbps contract from day one problems, on mac devices getting 5-20mbps fluctuating at best on wifi customer service tells me that's what you can loose on wifi 80% Really obviously think people are fools. So why am I getting 106mbps on the pc laptop the issue is that they only support ivp4 not ivp6 which can cause problems for macs if router is rubbish. Anyway the desision was made to move the router from down stairs to upstairs so my main mac computer could be hard wired as when it was I got speed of 100mbps they said this would be free so they moved it. Suddenly I get 5-15mbps hard wired they send out engineer after hours of calls, his answer is it's a utilization issue coz system needs upgrading so will have to put up with it until September while work is done we are currently in April but it was working fine hard wired before it was moved????? No one seemed to understand this point how could moving it from 1 place to another suddenly create a utilization problem????? These people are really thick they just blurt out the same excuses for ever issue like robots . so for half my contract period I'm paying £30 a month but getting 10mbps average so what will you do about that £8 discount sir like wtf I'm getting 80-90% less than I should and you expect me to pay over two thirds of the full amount for one tenth of the agreed service yeah right so they say the will sort out speed. Which they come and do and for today it's been good then I get my first months bill £166.00 they charged for engineer to come out these guys are crazy call to customer service who tell me oh yes you right sir there is a note on account to say there is no charge for engineer don't know why you were charged ……… I do coz your f%$king useless needless to say terminated contract on the spot. Two weeks service call every other day three engineer visits 10nhour on the phone think these guys just employed me bunch of jokers

Satisfaction

1 star

Customer Service

1 star

Speed

1 star

Reliability

1 star

Martin

Orpington

Virgin Mobile Broadband

2017-04-28

was promised a phone package. that never arrive . when i called i am told that the phone is no available since 3 months ago. Told my wife that i have a gift for her .Now i look like a mug

Satisfaction

1 star

Customer Service

1 star

ulrich

london

Virgin Mobile Broadband

2017-02-23

Nothing to do with broadband but mobile phone which my daughter owns. She is unable to check her phone usage without incurring a £2 charge per day. Poor telephone customer service. No answers to my phone and data usage query, only sales replies

Satisfaction

1 star

Customer Service

1 star

Speed

1 star

Reliability

1 star

Stephen

Dunfermline

Virgin Mobile Broadband

2016-11-18

I would not recommend using VirginMedia if you are traveling to the UK. I have just spent a frustrating hour on their website trying to give them money to topoff my VirginMedia phone while in the US before returning to the UK. It is impossible you have to have a credit card tied to a British address. The online chat has no agents to ask. It was going to be easy money for them if they had designed the website better.

The Essential Collection starts at £13 a month, increasing to £26 a month after the first 6 months. It comes with over 90 TV channels, a 500GB TiVo box and unlimited weekend calls to UK landlines and Virgin mobiles and an up to 30Mb fibre optic broadband connection.

Similarly, the Premiere Collection also comes with a 500GB TiVo box and unlimited weekend calls to UK landlines and Virgin mobiles, plus over 185 TV channels and an up to 60Mb broadband connection. It costs £24 a month, increasing to £48 after the first 6 months.

The VIP Collection is £49.50 for the first 6 months, increasing to £90 a month. It comes with an up to 100Mb broadband connection, over 250 TV channels and a 1TB TiVo box. The included phone package includes unlimited Anytime calls to UK landlines, 0845 and 0870 numbers and all mobile providers. It also includes Talk International for cheaper international calls.

All three of these Collection packages come with Virgin TV Anywhere (which allows you to watch live TV and use On Demand from your computer or mobile device) and free installation.

The Classic Collection remains at £8 a month for 6 months, which works out at better than half price. It comes with over 55 TV channels, a 500GB TiVo box, unlimited weekend calls to UK landlines and Virgin mobiles and a fibre optic broadband connection of up to 30Mb a month. Installation costs £49.95.

Line rental from Virgin Media is required for all Collections at £14.99 a month.

Virgin Mobile Broadband Buyers Guide

Can I get Virgin Mobile broadband?

Virgin Mobile is a virtual network based on T-Mobile's 2G and 3G cell towers and which now also automatically roams onto the Orange network, so you should be able to get a mobile data connection everywhere EE has data coverage.

Virgin Mobile offer a coverage checker which should show you whether you have mobile broadband available at any postcode. It tells you whether your coverage is strong enough for use within buildings or if you'll only get good signal when outdoors.

14 day satisfaction guarantee

If you find that you don't have the signal or speeds you were expecting, or you've just changed your mind for any reason, Virgin Mobile allows you to return your dongle for a full refund within the first two weeks of your contract.

All you'll be charged for is any data you used in that time. They'll even send you prepaid packaging to post it back.

Two month contracts available

If you don't want to get tied into a long term contract, Virgin Mobile's short contracts mean you only commit to 30 days at a time.

This is ideal if you're only using your mobile broadband while you move house or during a shorter period of travel. After 30 days, you're not longer committed to paying and can cancel at any time without any disconnection fees. You should also be able to phone up and reactivate your service in the future.

'No frills' service

Virgin Mobile have prioritised offering low costs rather than extras like free downloads and ticket offers.

You also don't get extras like free access to nationwide WiFi hotspots, although Virgin Media customers can access WiFi on the London Underground.

The maximum inclusive usage allowance offered is only 10GB, making this more suitable for travel and as a backup to a home broadband service, rather than a replacement to fixed line broadband. Additional usage costs £15 per gigabyte, which could easily add up to a large bill on even moderate sustained home usage.